Setting Resolution Actions for Issues - Email-Created Ticket

  • 9 October 2023
  • 2 replies

Userlevel 3
Badge +3

We are in the process of streamlining the Resolution Actions we want agents to use on tickets and I found one situation where I cannot find how to make changes: emails forwarded in to the system.

Currently I’ve gone through and set the Resolution Actions for all of the various ticket types (Models, Provisioning, Network/Wi-Fi, etc.) so that there are 6 core Resolution Actions that show up:

However, when we get tickets that are created via email, we get a completely different set: 

Am I missing where I can go to update what Resolution Actions are displayed for tickets created via email or is this a missing functionality?


Best answer by Hannah Bailey 12 October 2023, 18:53

View original

2 replies

Userlevel 7
Badge +16

@PBauchan 650c0fd mvsd 

In that rule that you have created for Email to Ticket. You can add the action “Set Issue.” So now every time a ticket is generated by email you can have the issue set. Then for the specific issue you can customize the resolution actions. 


In the example below I created a custom Issue Category and Issue, “Email to Ticket.” Then I can add or create the resolution actions for the custom issue. 






Userlevel 3
Badge +3

Fantastic - this is exactly what I needed. Very much appreciated!